American Express is on a journey to provide the world’s best customer experience every day. The Dispute and Fraud Gate (DGT) team, within Global Services Group (GSG), will allow American Express to centralize the disputes process in a way that benefits our customers and enables us to more effectively leverage our quality of service. This position operates in a 24/7 environment, including working in shifts and on weekends. On-Going flexibility is required.
Responsibilities- To Solve for Amex Card Member's queries efficiently and provide the world’s best customer experience every day
- Ability to Take Quick Decisions and Respond to Customer Inquiries
- Deliver extraordinary customer care by responding to questions concerning
- Provide Superior Customer Experience on Calls to Consumer Card Members
- Resolve all Customer Queries and Follow Established Procedures as Appropriate
- Provide alternatives and apply Superior Service No, Call Handling Skills
- To Ensure Best Possible Solutions and FCR to Card Members
- Deliver to the Customer, Employees and Shareholder Metrics as per Goals
- Highlight Issues through Feedback and Recommend Changes in Workflows, Procedures, Service Levels, Based on Customer Demands
- To Meet Their Needs and Ensure Quality Service is given at all times
- Adherence to Quality and Compliance Guidelines. Ability to Take Quick Decisions and Respond to Customer Inquiries
- Deliver extraordinary customer care by responding to questions concerning customer accounts in a fast paced, structured customer care environment
- Grow and nurture customer relationships on every interaction that results in measurable customer value
- Document necessary account information and offer custom solutions that benefit the customer
- Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality
Minimum Qualifications
- Minimum 10+2 in any workstream
- Minimum 1 Year experience in International Voice Process
Preferred Qualifications
- Excellent communication skills
- Preferably Graduate in any stream
About the Team
We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
- Competitive base salaries
- Bonus incentives
- Support for financial-well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- Generous paid parental leave policies (depending on your location)
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
Skills Required
- Minimum 10+2 in any workstream
- Minimum 1 Year experience in International Voice Process
- Excellent communication skills
- Preferably Graduate in any stream
American Express Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about American Express and has not been reviewed or approved by American Express.
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Healthcare Strength — Pay is often viewed as attractive when combined with comprehensive health, dental, and vision coverage that supports day-to-day needs. The benefits package is also framed as especially helpful for those supporting dependents.
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Retirement Support — Retirement benefits are positioned as a meaningful part of total rewards through a 401(k) plan with company matching. Financial wellness services and coaching are also highlighted as strengthening longer-term financial security.
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Leave & Time Off Breadth — Paid time off is repeatedly characterized as generous and a valued component of the overall package. Time off and flexibility are presented as helping the total rewards feel more complete beyond base salary.
American Express Insights
What We Do
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly striving to uphold our powerful backing promise to our customers and each other every day. These beliefs have been our North Star for 170 years as our business transformed – from helping evacuate travelers during World Wars, to ensuring the safety of our customers’ funds during the Great Depression in the U.S., to creating the Shop Small® movement to help small businesses recover from the Financial Crisis, to providing aid to communities impacted by many natural disasters and so much more. For generations, the key to our success has been the determination and resilience of our American Express colleagues. Now, as a globally integrated payments company, we work together to provide customers with access to products, insights and world-class experiences that enrich lives and build business success. Join us and let’s lead the way together.
